Customer experience manager Jobs in Lowell, MA

Customer Experience Specialist

Corning is one of the world's leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what's possible. With our people, they break through limitations and expectations not once in a career, but every day. They help move our company, and the world, forward. At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more. Come break through with us.

As a leading developer, manufacturer, and global supplier of scientific laboratory products for 100 years, Corning's Life Sciences segment collaborates with researchers seeking new approaches to increase efficiencies, reduce costs and compress timelines in the drug discovery process. Using unique expertise in the fields of materials science, surface science, optics, biochemistry and biology, the segment provides innovative solutions that improve productivity and enable breakthrough discoveries.

Role Purpose

Responsible for delivering comprehensive pre-sales and post-sales support to an assigned regional sales manager. Serves as the key link between sales management and departments such as manufacturing, field service, order processing, and accounting to address inquiries related to order status, production, delivery, and billing. Plays a pivotal role in our customer-focused strategy by improving customer satisfaction, driving business growth, and fostering strong, long-lasting relationships.

Key Responsibilities Include But Not Limited To :

Collaborate closely with sales teams and internal departments such as supply chain, sales, manufacturing, field service, order processing, and accounting to proactively manage customer orders and address demand gaps, ensuring seamless order processing and timely fulfillment.

Manage a high volume of customer inquiries and case requests through Salesforce and multiple ERP systems, accurately entering orders, troubleshooting system errors, and resolving customer escalations efficiently.

Utilize multiple databases to generate and maintain reports for key customers and products, identifying potential areas of concern and addressing them proactively.

Facilitate weekly meetings with assigned regional sales managers and customers to align on priorities, streamline communications, and ensure clarity and effectiveness in correspondence.

Exercise sound judgment to independently implement corrective actions for customer accommodations and assist the Quality / Complaint team as needed with complex customer issues.

Partner with cross-functional teams to coordinate account setup changes, support business continuity, and provide exceptional customer service throughout the entire order lifecycle.

Ensure thorough follow-up on customer requests from initiation through final resolution, maintaining a customer-focused approach aligned with company standards.

Perform additional duties and tasks as assigned by the Customer Experience Supervisor to support continuous improvement and operational efficiency.

Experiences / Education - Required

• 5+ years of customer service / supply chain experience, or Associate's degree with minimum 3+ years of customer service experience, or Bachelor's degree in lieu of experience.
• Exceptional verbal and written communication skills with a professional demeanor.
• Proficient in Microsoft Word, Excel, and email platforms.
• Familiarity with Salesforce, or SAP, or other similar web-based tools.
• Customer-oriented, detail-driven, and skilled problem solver with the ability to independently identify and implement timely resolutions.
• Ability to thrive in a fast-paced, dynamic environment with a flexible and adaptable mindset, while identifying areas for improvement and driving effective solutions.

This position does not support immigration sponsorship.

The range for this position is $57,030.00 - $78,416.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

A job that shapes a life. Corning offers you the total package. Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one. Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning's total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service. Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family. Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That's why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at accommodations@corning.com .